**Your main responsibilities will include, but are not limited to:** • Lead and perform population pharmacokinetic analyses using advanced modeling tools and methodologies • Develop and implement innovative approaches to improve the efficiency and accuracy of pharmacokinetic analyses • Design, analyze, and interpret clinical pharmacology studies (renal, hepatic, TQT, ADME, DDI, BE/BA, SAD, MAD, etc.) and provide guidance to optimize PK sampling and dosing strategies • Provide strategic advice to clients, assume responsibility for deliverables, and develop clinical pharmacology plans • Write and review pharmacokinetic reports and the clinical pharmacology sections of regulatory documents • Represent clients in interactions with regulatory authorities and contribute to business development and relationship management

• Lead the end-to-end supplier management lifecycle and audit program, including process ownership, continuous improvement, and audit scheduling (supplier, clinical investigator, and internal audits); oversee Quality Agreement and Risk Management processes. • Establish, maintain, and continuously improve QMS procedures, workflows, metrics, and practices to strengthen compliance and operational effectiveness. • Oversee the internal audit program and ensure associated process improvements are established, executed, and monitored for effectiveness. • Manage all aspects of documentation and records retention for supplier and audit management, including the routing and approval of documents, archival, and period review. • Partner with Manufacturing, Quality Control, Validation, Regulatory Affairs, Supply Chain, Clinical Development, and Clinical Operations to ensure appropriate application of QMS requirements across operations. • Lead, support and participate in regulatory authority inspections. • Manage external contractors and, where applicable, lead, coach, and develop QMS personnel, including prioritization of work, performance oversight, and support for professional development. • Serve as business owner for Quality-owned systems (e.g., Veeva Vault QMS), driving continuous improvement and ensuring systems remain in a validated state. • Support internal audits, customer audits, and regulatory inspections by ensuring quality systems and associated records are inspection-ready at all times. • Strengthen the Quality culture by leading cross-functional Quality initiatives.

• Personally and forensically own and drive the resolution of the most complex and high-dollar-value customer escalations that directly threaten contract retention or demand C-suite intervention. • Conduct deep, technical, and financial assessments to pinpoint the precise root cause of the value gap (e.g., product misalignment, implementation flaw, process failure). Design and execute a board-ready plan to stabilize the account and define a clear, measurable, and auditable path back to realizing the committed value. • Serve as the most senior IC point of authority, engaging with customer executives (CFOs, CIOs, CPOs) to deliver uncompromisingly direct action plans, negotiate new expectations, and secure mutual commitment to successful resolution. • Mobilize, direct, and hold accountable highly-matrixed, senior teams across Product, Engineering, Sales, and Professional Services. This is a force multiplier role responsible for ensuring a rapid, unified, and effective corporate response. • Help to Design, champion, and enforce a rigorous, company-wide Root Cause Analysis (RCA) framework for all major escalations. Translate customer missteps into clear, actionable requirements for functional leaders across the organization. • Partner with senior Customer Success leaders to develop and deploy predictive value models and early-warning signals. Intervene proactively in high-potential, high-value accounts before an issue becomes an executive escalation, often by presenting alternative solution architectures. • Architect and document new best practices for product deployment, service delivery, and customer adoption based on learnings from critical engagements, effectively "writing the playbook" for the next generation of value delivery. • Act as the peer coach for regional Customer Value Managers and field leadership on highly challenging commercial, communication, and technical value realization scenarios.

Role Description Minno is hiring a Director of Member Support to build and scale a high-performing support operation that delivers fast, reliable, and high-quality experiences to our members. This leader will own the full support ecosystem—team, tools, workflows, and performance—ensuring that every interaction reflects Minno’s commitment to serving Christian families with excellence and care. This is a hands-on operator role. You will design and optimize our support systems (Zendesk), establish clear service standards, and build a team capable of delivering consistent results as we scale. You will also serve as the voice of the member within the organization, translating support data and trends into actionable insights that improve product, reduce friction, and strengthen retention. This role reports to the Chief Product Officer and starts with a small team, with responsibility to scale over time. Impact and Opportunity Joining Minno as the Director of Member Support means stepping into a critical leadership role where you will define and scale how families experience support at every stage of their journey. You will: - Impact Lives: Affect the faith journeys of thousands of families around the world by ensuring meaningful, positive interactions that deepen their connection to God. - Empower a Mission-Driven Team: Build and inspire a team committed to excellence in service, fostering professional growth, and aligning their work with the greater purpose of Minno’s mission. - Shape Industry Standards: Contribute to establishing a gold standard in customer support for Christian media, blending cutting-edge technology with a compassionate human touch. - Build from the Ground Up: Design and implement foundational processes and systems, scaling them to support Minno’s rapid growth while maintaining high service quality. - Lead Cultural Change: Instill a customer-first mindset across Minno, ensuring all teams prioritize and consider member needs in their work. Key Responsibilities - Leadership and Management: Lead and manage the Member Support team, fostering high performance and adherence to company standards. Develop training programs to maintain a culture of continuous improvement. - Operational Excellence: Implement and optimize customer service technologies (e.g., Zendesk) to streamline workflows and maintain top-tier service metrics. - Scalability and Growth: Build and execute a scalable support plan, including hiring and onboarding new team members. Pilot innovative support models to enhance capabilities. - Data and Reporting: Track and analyze support data, identifying trends and actionable insights for process improvements. Regularly report on performance metrics to senior leadership. - Champion Member Needs: Serve as a bridge between our members and internal teams, providing feedback and recommendations that enhance user experience and product offerings. Ideal Industry Background - Consumer-Facing Tech Startups: Experience in tech startups or growth-stage companies that provide subscription-based or digital services, ensuring familiarity with lean operations, scalability, and customer-centric practices. - Children’s Media and Educational Technology (EdTech): Background in companies that focus on children’s programming, family engagement, or educational tools (e.g., PBS Kids, LeapFrog, ClassDojo). - Direct-to-Consumer SaaS and Subscription Services: Familiarity with businesses that operate on a subscription model, understanding customer lifecycle management, retention strategies, and member support processes. - Customer Experience: Companies or roles focused on customer service where maintaining a seamless customer journey is key. Preferred Experience - Startup or Growth-Stage Exposure: Experience in environments with limited resources and fast decision-making to ensure adaptability. - Team Leadership: 3-5 years in a customer-facing role with success in managing and scaling teams. - Operational Scaling: Proven ability to build and scale support teams and processes. - Technology Implementation: Hands-on experience with customer service platforms like Zendesk. - Innovative Support Models: Familiarity with piloting unique staffing solutions, such as utilizing remote workforces and agentic AI. - Cross-functional collaboration: Ability to work with marketing, product, and content teams to align support strategies. Skills - Customer Focus: Deep commitment to delivering exceptional member experiences. - Optimizes Work Processes: Ability to design efficient, scalable systems. - Ensures Accountability: Holds self and team to high performance standards. - Builds Effective Teams: Recruits, develops, and leads strong teams. - Tech Savvy: Comfortable with support tools, automation, and reporting systems. - Decision Quality: Makes sound tradeoffs under pressure. - Communicates Effectively: Shares insights clearly across the organization. - Drives Results: Delivers measurable outcomes in fast-paced environments. Key Performance Indicators - Customer Satisfaction Score (CSAT) - First Response Time - Average Resolution Time - SLA Adherence Rate - Contact Rate per Member - Team Productivity (quality-adjusted) - Support Insights Delivered (and impact on the business) Our Values - Biased towards Action: We take the initiative and make decisions quickly. - Curious, not Content: We are eager to learn and innovate. - Grit & Resilience: We persevere and follow through on our commitments. - Rigorous Intentionality: We pay attention to details and understand the "why" behind our work. - Think like Owners: We are resourceful and take wise risks. - Mutual Blessing: We operate generously on behalf of others. - Trust Builders: We gain confidence through honesty, integrity, and authenticity. - Adapt & Flex: We operate effectively in uncertain situations. Location Nashville, TN preferred. Open to remote for the right candidate. Compensation & Benefits - Competitive base salary commensurate with experience - Performance-based bonus - Equity package - Comprehensive benefits - Professional development opportunities, including key industry conferences and leadership development programs Minno is committed to fostering a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, or other protected characteristics. To apply, please submit your resume and a cover letter explaining your interest in Minno and how your experience aligns with our mission and values. Join us in building something that matters — and helping millions of kids and families experience Jesus every day.